The AVP, Concierge Services leads the delivery of GMCC’s concierge experience, ensuring customers receive timely, coordinated, and high-quality support across their healthcare journey. The role drives service excellence, oversees complex case management and recovery, and champions initiatives that strengthen customer trust and engagement, positioning Great Eastern as a trusted healthcare partner. This role reports to VP, Concierge Management.
Responsibilities - Lead GMCC concierge services to deliver a seamless, high-quality healthcare journey for customers.
- Serve as a key escalation point for complex cases, ensuring timely and effective resolution.
- Drive service recovery efforts to address customer and agency feedback with strong ownership and empathy.
- Establish and uplift concierge service standards, training frameworks, and communication protocols.
- Drive continuous improvement in service delivery, responsiveness, and tur...